Education Services Group

OCTOBER 28, 2020

The purpose of a QBR is to bridge the gap between the customers and the product or service that they purchased from your company. In establishing your agenda, you need to keep in mind what the customer wants and their desired outcomes. Since 2013, Irit has been pivotal in shaping Customer Success best practices.

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). As a result, CSMs have had learn to “let things go”.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

Horizon CX

DECEMBER 31, 2018

Challenges that CX professionals and the companies they work for will face: For the CX professional, holding on to one’s well-earned CX position will continue to be a challenge. There may be significant hi-tech advances within CX during 2019 but I also see a lot of opportunity and potential for high-touch.

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Customer Journeys Chief Customer Officer NPS Consulting 100

Gainsight

JANUARY 10, 2022

Back in 2013, when Gainsight was a 20-person company, we recognized that there was a new community of people without a “home.” Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. To paraphrase Lin Manuel Miranda, it began as a “moment” and now it’s a “movement.”

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. How did Charlotte assess the work to be done?

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

CustomerSuccessBox

DECEMBER 6, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. Aaron Thompson is currently the CRO at SuccessHACKER, the leading provider of Customer Success Enablement and Education. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Gainsight

APRIL 12, 2023

hits, in no particular order: Mistake #1: Not holding my leaders to the highest standard One of our company values is the Golden Rule—treat people the way you’d want to be treated. The same can be true for CSMs and this is why company CSM teams often get stretched too thinly. Here are my 10 greatest (worst?)

Self Service 52

Self Service Chief Customer Officer Software System 52

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. What’s already done within a customer experience excellence context ? Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Helen Dewdney

SEPTEMBER 4, 2018

Posts included finding insects in rice and taking Tesco to court in 2013. Interviewing the new Tesco Chief Customer Officer. Two months later, Helen was interviewing the new Chief Customer Officer for her blog post The customer is still the boss. Tesco Group CEO shared story with stakeholders.

Case Study 60

Case Study Consumers Study Social Media 60

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Focus on generating a deep understanding of customer’s business drivers #customersuccess [Tweet this!]. Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Tricia Morris

JANUARY 25, 2016

Even luxury brands, where personalized service and human interaction has reigned, are spending more money on customer self-service. An L2 Think Tank survey shows that 76% of luxury brands now feature online customer self-service, compared to just 19% in 2013. A Turn Toward Less Human Customer Service.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JANUARY 5, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. She has also geared up many product-based SaaS companies as an Investor in recent times. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Anna works with portfolio companies to find opportunities to accelerate growth and create value.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. In 2014, I started the first customer success consulting firm, CSM Practice.

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Customer Success Consulting Chief Customer Officer Customer Centricity 59

Oracle

JANUARY 13, 2020

“Too few companies are deciding to make retail jobs good jobs,” she said. Ton stressed that it takes courage and conviction for retail leaders to make changes and create processes that prioritize employees and customers, but that change is possible.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Customer Guru

DECEMBER 13, 2017

I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years. Source: Oracle Global CX Study, 2013.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Trends 82

Trends Customer Experience Insurance Chatbots 82

ChurnZero

JUNE 3, 2022

Think about all of the transformative purchases your companies made recently. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. That’s really what building a company is, doing little things repeatedly adds up.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Think about all of the transformative purchases your companies made recently. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. That’s really what building a company is, doing little things repeatedly adds up.

Customer Success 52

Customer Success B2B Metrics Sales 52

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? One in four B2B firms integrates customer feedback sources; 29% more are just starting this.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48